• Add Chime V5’s chat based AI-driven deflection methods to improve employee self-service and increase issue resolution.

  • Use existing Chime V4 chat routing queues by connecting them directly to Chime V5’s dynamic pipeline system.

  • Analyze data with Chime V5’s updated customizable reporting capabilities.

Integration with Chime for Teams

Connect Chime V5 AI Chat Service With Chime V4 Queues

Already A Chime V4 Customer?

New Customer?

Connect chat AI powered help desk to your existing help desk
AI Powered Chat Service Desk - Routing to DirectLine Bot

Keep your Chime V4 Queues In-place, Benefit From Everything In Chime V5

After a quick setup process, you’ll gain access to all of Chime V5’s features while retaining your existing Chime V4 queues (see FAQS on integration).

  • Our new Chat Pipeline management system allows you to simply connect your existing Chime V4 queues to Chime V5.

  • New chats will start in Chime V5 then transfer to Chime V4 where specified.

  • Once the Chime V4 queue has concluded, the chat will return to the Chime V5 pipeline.

Chat based AI driven FAQ lookup to solve employee problems

Chime V5 Adds Chat Based AI-Driven Deflection

Create common FAQs that you manage and solved questions using chat. The Chime V5 AI recommends the most relevant articles to increase self service deflection rates (help employees to solve their own issues quickly). Further enhance chat deflection by adding FAQ articles database to cover up gaps in self service.

Create AI chat workflows to solve employee problems

Deploy an AI Powered Chat Pipeline Template Or Build Your Own

Chime V5 comes with a number of complete chat pipelines that jump-start the employee self service process. It also includes the tools you need to customize chat structures the way you want.

Track Chat Metrics - Route to V4 Chat Queues - Improve Service

  • After the Chime V4 chat ends, all session data is sent to Chime V5 for improved reporting.

  • Use some of our included Chime V4 reports, or add in custom reports on Chime V4 chat sessions

Add a chat channel to service desk and track all activity - resolve employee problems quicker - track everything

Common Questions

What’s The Setup Process?

Chime V5 Tenants can be quickly created, easily on-boarded, and connect to existing Chime V4 Queues with a single key. Our team will create custom pipelines, get your Chime V4 and V5 queues connected, and answer any questions that come up during in the process

Learn more about the setup process.

How Is Chime V5 Licensed?

Any customer with an existing Chime V4 license can be provided with a Chime V5 trial free of charge.

How Do Reports Work?

Reports in Chime V5 will track the number of successfully deflected incoming chats. Using this data, reports provided to you will compare the number of questions that reach an agent and the number that are self serviced by AI with FAQ recommendation.

Click here to read more about Reports.

How Do Dashboard Displays Work?

The Chime V5 dashboard gives managers the ability to see on-going chat progression in real time while the Chime V4 Dashboard will continue to display agent availability and ASA.

Click here to read more about Dashboards.

Can Agents Accept Chats Through Teams?

Yes! You choose how your agents accept chats, be that Teams Client, Chime V5, or Chime V4.

How Will Employees Access The New Queue?

There will be no difference in queue access. Whether you use the Teams client or a web client, the Queue will integrate with existing access methods.